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Everybody talks about them and everybody seems to love them! History of operation and quality management systems. If defective products reach customers, you will have to pay for returns and replacements and, in serious cases, you could incur legal costs for failure to comply with customer or industry standards. You need to have some customers who would come back to your organization no matter what. Firstly, I agree that there are probably some differences in what people mean when they talk about QMS and you are right in pointing out the importance of defining this.